Desktop Support Specialist — End-User & Hardware Expert

Stefanini; Norfolk (VA); On-site; USD 48,000 - 62,000; Full time

Job summary

Stefanini is seeking a Technical Support Specialist in Norfolk, VA to provide hands-on end-user support for hardware, software, and workplace technology. This full-time role covers onsite desk-side support, remote assistance, and lifecycle management of IT assets.

You will collaborate with vendors and keep meticulous records to ensure smooth operations. Responsibilities include incident handling, asset management, onboarding, and timely resolutions to maximize customer satisfaction.

Qualifications

• Experience providing end-user support and incident management.
• Hardware support and lifecycle services experience.
• Asset and inventory management skills.
• Onsite desk-side and remote support capability.
• Ability to coordinate with vendors and third parties.
• Proficiency in technical communication for a global team.

Responsibilities

• Provide first- and second-level End-User Support for hardware, software, and workplace technology issues.
• Manage and resolve incidents, service requests, and technical issues in accordance with established service levels.
• Deliver hardware support and lifecycle services, including device deployment, configuration, upgrades, maintenance, and replacement.
• Maintain accurate asset and inventory records for IT equipment and peripherals throughout their lifecycle.
• Provide onsite desk-side support and workplace technology services to ensure a seamless end-user experience.
• Deliver remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
• Coordinate with vendors and third-party service providers to resolve hardware, software, and infrastructure-related issues.
• Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in the organization's IT service management tools.
• Ensure a high level of customer satisfaction through professional communication and timely issue resolution.

Skills

End-User Support

Incident Management

Hardware Support

Lifecycle Services

Asset & Inventory

Onsite Support

Remote Support

Vendor Coordination

Language Capability

Job description

Stefanini is seeking a Technical Support Specialist in Norfolk, VA to provide hands-on end-user support for hardware, software, and workplace technology. This full-time role covers onsite desk-side support, remote assistance, and lifecycle management of IT assets.

You will collaborate with vendors and keep meticulous records to ensure smooth operations. Responsibilities include incident handling, asset management, onboarding, and timely resolutions to maximize customer satisfaction.